Highnote incident

Temporary networking issue with a major cloud provider impacting <1% of collaborative authorization transactions

Notice Resolved View vendor source →

Highnote experienced a notice incident on December 5, 2023, lasting 4h 20m. The incident has been resolved; the full update timeline is below.

Started
Dec 05, 2023, 05:54 PM UTC
Resolved
Dec 05, 2023, 10:14 PM UTC
Duration
4h 20m
Detected by Pingoru
Dec 05, 2023, 05:54 PM UTC

Update timeline

  1. monitoring Dec 05, 2023, 05:54 PM UTC

    We are currently experiencing a temporary networking issue with a major cloud provider, affecting less than 1% of collaborative authorization transactions. Our team is actively monitoring the situation and will provide updates as they become available. If a cardholder contacts you regarding a decline, kindly advise them to retry the transaction, as we work to resolve the issue promptly. We appreciate your understanding and patience in this matter.

  2. monitoring Dec 05, 2023, 05:55 PM UTC

    We are continuing to monitor for any further issues.

  3. monitoring Dec 05, 2023, 07:00 PM UTC

    As of 10:43 AM PST, the cloud provider has officially declared an "all clear," confirming the resolution of all issues for those affected as of Tuesday, December 5, 2023, at 10:10 AM US/Pacific. Our internal data aligns with this confirmation. We will continue to closely monitor the situation to ensure ongoing stability.

  4. resolved Dec 05, 2023, 10:14 PM UTC

    We have confirmed that the cloud provider has fixed the networking issue. All services are back to normal.